Tags and custom fields
Updated Jun 3, 2026 at 4:48 PM
Tags are free-form labels (e.g. bug, vip) you can add to any conversation; they drive filtering, workflows and reports.
Custom fields capture structured data on a conversation or a customer — like a plan tier or an order number. Define them under Settings → Custom fields; agents fill them in from the conversation's sidebar.
Was this article helpful?